Leading provider of cloud contact centre solutions, NICE inContact, recently announced that it had been chosen by a top-five financial institution with operations around the world, to help them deploy a contextual omnichannel customer experience platform with cloud-based technology.The digital banking organisation announced that they chose CXone, NICE inContact’s state-of-the-art cloud customer experience platform, to help them boost customer experiences across multiple lines of business. They believe that CXone will help them to unify analytics, routing, and omnichannel workforce optimisation (WFO), while giving them the compliance support they need to grow as a financial institution.
Paving the Way for Stronger Contextual Experiences
In an economy driven by customer experience (CX), brands in all industries need to find the best possible ways of connecting with and supporting their customers. Financial and banking brands face particularly high levels of pressure from customers who demand faster service, more convenience, and contextual conversations with their bank.
The leading financial company that chose NICE inContact this month hopes to improve their average handling time by approximately 30% with the service. They said that they were looking for a flexible and open cloud contact centre solution, that would integrate seamlessly with their CRM systems. NICE stepped up to the plate with over 100 partner solutions and various customer-specific extensions.
According to the CEO of NICE inContact, Paul Jarman, the company is thrilled that CXone was chosen for such a huge project with a forward-thinking financial institution. In a press release, NICE inContact suggested that the new client win demonstrates the ongoing adoption of CXone as a solution for companies making the transition into the cloud.
Simplifying the Route to The Cloud
The NICE inContact CXone service offers an open cloud structure that makes it accessible and appealing to a wide selection of customers. CXone provides a cloud-native platform with open APIs, impeccable scalability and a guaranteed up-time of 99.99%.
Today, multiple larger contact centres are turning to NICE InContact to help them transform their customer experiences with enhanced scalability, security, reliability and functionality. CXone provides these companies with the flexibility they need, as well as the option to integrate with ERP (Enterprise Resource Planning) software, CRMs, and custom applications.
The acquisition of a new 4,000 seat company demonstrates NICE InContact’s ongoing strength as a market leader, and the potential of the CXone system for omnichannel routing, analytics, artificial intelligence access, workforce optimisation and customer engagement.
